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Title

Branch Operations Specialist 

Description

Tropical FCU (TFCU) is a Sun-Sentinel Top Workplace four years in a row. Being part of the Member Relations (Branch) Support Team and TFCU overall will provide you with opportunities to engage by learning, growing, contributing, collaborating, and developing professionally. Join us for a great employee experience focused on engaging employees and members alike.

Job Description

Job Title: Branch Operations Specialist

Department: Member Relations

Reports to: Regional Manager

FLSA Status: Exempt

GENERAL RESPONSIBILITIES: Individuals in the job are responsible for assisting Tropical Financial Credit Union (TFCU) in achieving its purpose of guiding members successfully through the financial marketplace. The Branch Operations Specialist is responsible for assisting the Regional Manager in all branch locations' day-to-day operations and participating in special projects. Responsibilities include consistently delivering World Class Service to our membership and community by offering credit union products and services that fit the Member's financial needs—assisting in promoting growth and profitability by developing and expanding member relationships and retention. Guide and support the Branch management and employees in ensuring their knowledge of all products and services and any operational updates.

JOB-SPECIFIC DUTIES

  • Provide service that meets the Service Standards defined by Tropical Financial Credit Union as measured by the Internal Service Survey; annual goals are established through the Performance Management Process.
  • Develop or assist in developing and implementing Policies and Procedures, and technology that will support and improve the operations of the TFCU Member Relation's Team.
  • Ensure operations are successfully conducted by established Credit Union policies, procedures, Federal, State legal, and regulatory requirements. Seeks and encourages continuous improvement opportunities with all sales and operations processes.
  • Serve as a liaison and maintain a thorough understanding of other departments' roles within the credit union and their relation to Branch Operations. Additionally, collaborate with these departments and serve as an advocate for operations within the branch.
  • Have thorough knowledge of all sales and service products offered by the credit union to answer questions from members and staff accurately.
  • Ensure the branch employees are trained and knowledgeable in all Credit Union products and services and related job responsibilities.
  • Assist in the operations of all branch locations, ensuring a trained, motivated, professional, engaged, and member-focused staff.
  • Assist in overseeing the daily operations of multiple locations by ensuring performance measurements are met according to established service level agreements (SLA).
  • Works closely with leadership to ensure Member Relations are strategically aligned with other departments, product owners, and managers. Connect, communicate and stay in touch with these groups to establish a respectful and friendly working environment.
  • Provide friendly, prompt, professional, and accurate support to all internal and external members
  • Provide support as needed to Branches and Call Center for help with assisting members if needed.
  • Respond to escalated members' requests, complex problems, and complaints, resolves issues, and, if necessary, coordinates with the appropriate department for specific information and assistance while displaying a strong sense of urgency in resolution.
  • Ensures each Market Manager conducts effective monthly one-on-ones with each of their branch employees. Makes sure their progress is documented and annual performance evaluations are completed with each employee.
  • Analyze and recommend resources and staffing changes, evaluate and assess direct reports, and promote initiatives to support the Team's professional development.
  • Assist Market Managers in addressing employee performance problems effectively and timely and implementing constructive and corrective action and performance plans as needed.
  • Hold periodic staff meetings to discuss areas related to operations, sales, and overall staff development.
  • Responsible for assisting with hiring, mentoring, feedback and evaluation, scheduling, and developing branch employees.
  • Mentor, coach, and train employees to deal professionally and effectively with members, Segregated (SEGs), Partner Companies (PCs), and other Credit Union vendors.
  • Perform team audits to ensure the quality of work, documentation, and compliance to all established Credit Union policies, procedures, Federal, State legal, and regulatory requirements.
  • Assists with requests from the internal audits and state examinations when needed.
  • Coordinate with the Compliance and Servicing departments for audits and reporting.
  • Serve as an administrator to specialized systems, including setting and deleting users, unlocking accounts, and maintaining all data files every month.
  • Coordinate with the Market Managers to ensure employees' branch goals and individual goals are met to fulfill the overall credit union strategy. Monitor branch reports ensuring consistency in operations and success in sales.
  • Assists branches as needed, in the absence or shortage of staff. May process member transactions, including but not limited to deposits, withdrawals, payments, transfers, check cashing, bonds, opening, and closing accounts, answer questions about products and services and resolve problems, etc., ensuring compliance with Credit Union policies and procedures.
  • Ensure all Member Concerns are resolved promptly.
  • Ensures the credit union's quality and professional reputation is maintained and protected with service expectations met.
  • Assist in the development, setup, and update of Products and Services.
  • Perform other related duties as necessary to ensure the success of the Member Relations Department.

BSA Compliance: every employee is required to uphold the credit union's compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions within TFCU will consider the awareness of unusual or suspicious activity that is relevant to the department.

  • In addition to any other assigned training courses, online BSA and OFAC courses must be completed at least annually, as made available by the Training and Compliance Departments.
  • Ensure ongoing individual compliance with all regulatory requirements established in the SAFE Act if required.
  • Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, USA Patriot Act, OFAC, Fair Lending, and Credit Card Act.
  • Comply with all TFCU policies and procedures to ensure compliance with such regulations.
  • Performs related duties as required with or without accommodation.

We offer Excellent Benefits such as:

  • Medical, Rx,  Dental, and Vision Insurance
  • Retirement Profit Sharing 401K Plan
  • Accident, Cancer and Hospital Indemnity Plan
  • Prepaid Legal
  • Voluntary Life Insurance
  • Pet Discount Program
  • Paid Time Off/ 11 Paid Holidays
  • Tuition Reimbursement/Student Loan Paydown Program
  • And so much More!
 
Position Requirements

Qualifications: To perform this job successfully, an individual must perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • An individual in this position must regularly interact with all credit union members, shared services members, employees, and external insurance vendors; therefore, outstanding interpersonal skills are necessary.
  • Ability to assist in handling escalated member issues.
  • Read and interpret documents such as procedure manuals and provide feedback and edit for improvement as necessary. Write, review and analyze reports and correspondence.
  • Ability to effectively communicate in writing and verbal with members or employees of the organization and community and business liaisons.
  • Ability to provide feedback, coach, document, and hold team members accountable.
  • Ability to apply sound business sense understanding to delivering to staff detailed written or oral instructions.
  • Ability to meet deadlines in an organized and timely fashion and work independently, with minimal supervision, and delegate when required.
  • Ability display initiative and flexibility
  • Encourage and participate in teamwork and the willingness and ability to learn, communicate, and train new tasks and duties within an evolving, high volume, fast-paced work environment.
  • Ability to ensure minimal to no errors are made while handling job functions.
  • Ability to mitigate fraud and adhere closely to security standards of operation.
  • Ability to demonstrate critical thinking skills
  • Occasionally travel approximately 40% of their work time and occasional remote work.

Education and Experience

  • Four-year degree in business/finance-related subject preferred. High School Diploma or general education equivalent required.
  • A minimum of five years of relevant branch management and member sales and service experience is required and three years of customer service experience preferred
  • Experience with assisting in the management of a financial institution branch or related and experience with scheduling and staff management required.
  • Knowledge of Credit Union product offerings, as well as all services, provided preferred.
  • Intermediate knowledge of computers (MS Office, Outlook, Word, and Excel)
  • Excellent written and oral communication skills.

Physical Demands: The physical demands described here represent those that an employee must meet to perform the job's essential functions successfully. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand, walk, sit and use hands to handle or touch. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and move up to 10 pounds. Specific vision abilities required by the job include close vision and the ability to focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 
Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Exempt  
Location Miramar, FL  
About the Organization Tropical is a not-for-profit, member-owned and member operated financial cooperative, serving South Florida since 1935. We operate a fun, and family-oriented work environment where every employee has the opportunity to learn and grow in their career and move up within the organization. It's an organization that values your contributions and rewards you for your performance. TFCU has proven to be an organization that is dedicated not only to TFCU's success, but the success of its employees and the financial success of our members.  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently accepting applications.

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